Crowding in the time of COVID: Effects on rapport and shopping satisfaction

Eroğlu, Sevgin; Machleit, Karen A.; Neybert, Emma

doi:10.1016/j.jretconser.2021.102760

Cited by 46 publications

(58 citation statements)

References 44 publications

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“…Guthrie et al (2021) employed the react-cope-adapt framework to understand how consumer behaviour has evolved in terms of their usage of e-commerce as a result of stressful events such as the COVID-19. Eroglu et al (2022) revealed that the crowding in retail stores significantly affects the shopping satisfaction of consumers during COVID-19, which is mediated by customer-employee rapport. They further argued that such relationships significantly differ based on consumers' perceptions about the appropriateness of retailer precautions, the severity of threats, and vulnerability to COVID-19.…”

Section: Backg Round Liter Aturementioning

confidence: 99%

“…Eroglu et al. ( 2022 ) revealed that the crowding in retail stores significantly affects the shopping satisfaction of consumers during COVID‐19, which is mediated by customer‐employee rapport. They further argued that such relationships significantly differ based on consumers' perceptions about the appropriateness of retailer precautions, the severity of threats, and vulnerability to COVID‐19.…”

Section: Background Literaturementioning

confidence: 99%

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Impact of COVID‐19 on changing consumer behaviour: Lessons from an emerging economy

Das

Sarkar

Debroy

2022

Int J Consumer Studies

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The present study investigates the impact of COVID‐19 on Consumers' changing way of life and buying behaviour based on their socio‐economic backgrounds. A questionnaire survey was carried out to understand the impact of COVID‐19 on consumers' affordability, lifestyle, and health awareness and how these effects influenced their buying behaviour. A total of 425 usable responses were analysed using the structural equation modelling considering Consumers' socio‐economic background as exogenous variables and Consumers' changing way of life and Adaptation in consumers’ buying behaviour as endogenous variables. The study reveals that COVID‐19 has affected the consumers in the unorganised sectors more than others and induced an increase in the demand for affordable substitutes for daily necessities. The demand for wellness and entertainment products is found to depend upon the occupation and family earning status of consumers which is jointly mediated by affordability and lifestyle changes. Further, the findings show that the demand for health and hygiene products depends on the current employment status and family earning status of consumers which is jointly mediated by affordability and awareness towards health and hygiene. The model developed in the present study allows the decision‐makers to identify which segments of the population with certain socio‐economic backgrounds could be targeted for wellness products and which ones could be targeted for health and hygiene products. In addition, the model provides rich insights to the managers as to what kind of product substitution would be viable in the market during the pandemic.

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Section: Backg Round Liter Aturementioning

confidence: 99%

Section: Background Literaturementioning

confidence: 99%

Impact of COVID‐19 on changing consumer behaviour: Lessons from an emerging economy

Das

Sarkar

Debroy

2022

Int J Consumer Studies

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“…A widely accepted classification of shopping value as utilitarian (rational, task-completion and value for the money) and hedonic (recreational, self-gratifying and emotional) was proposed by Babin et al (1994) and extensively adopted in retailing literature (e.g. Babin et al, 2019;Eroglu et al, 2022). Another accepted three-dimensional approach to measuring shopping value reflected in the retailing literature suggests social value as a separate dimension of shopping value in addition to utilitarian and hedonic shopping values (Lao et al, 2021).…”

Section: Shopping Valuementioning

confidence: 99%

“…Drawing from a few recent pieces of evidence (Eroglu et al, 2022) in the COVID-19 situation, we introduce shoppers' CRB to the shopping value evaluation literature that would moderate the proposed hypotheses in the post-pandemic context. Shoppers display a wide range of opposing beliefs regarding how serious a threat COVID-19 has on their health/life (Gupta and Mukherjee, 2022).…”

Section: Moderating Role Of Covid-responsible Behaviourmentioning

confidence: 99%

“…The COVID-19 pandemic gravely impacts consumers' purchase and consumption behaviour (Salvietti et al, 2022). However, consumer groups opposingly differ in their beliefs concerning the severity of COVID-19 health hazards (Eroglu et al, 2022). One group of shoppers disapprove the dangerous threats of the pandemic, disagree with the preventive guidelines of policymakers, and do not behave responsibly during the pandemic.…”

Section: Introductionmentioning

confidence: 99%

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Post-pandemic revisit intentions: how shopping value and visit frequency matters

Moharana

Pattanaik²

2022

IJRDM

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PurposeThis paper examines the effect of shopping value (utilitarian, hedonic and social) on shopping satisfaction and store revisit intention in the post-pandemic phase. Additionally, the authors investigate how shoppers’ COVID-responsible behaviour and visit frequency are contingent on their shopping value evaluations.Design/methodology/approachData were collected (n = 527) using the store intercept method during March 2022 (a recovery phase from the third wave of COVID-19 in India). The authors adopted structural equation modelling to test the proposed model.FindingsShopping values significantly impacted shopping satisfaction and store revisit intentions. The effects of utilitarian and hedonic value on satisfaction were stronger for frequent shoppers than infrequent shoppers. While utilitarian value contributes to stronger satisfaction of COVID-responsible shoppers, COVID-non-responsible shoppers are better satisfied with social value. The impact of hedonic and social value on satisfaction has reduced significantly from the pre- to post-pandemic phase.Practical implicationsPractising managers should recognise that positive shopping value evaluations are important for generating satisfaction. Notably, the utilitarian value becomes more important in times of environmental exigencies. The study provides insights to devise strategies to attract and retain frequent shoppers who are major contributors to the store’s profit.Originality/valueThis study is one of the few studies which focuses on in-store shopping and consumers’ shopping value evaluations in a COVID-19 recovery phase. This study is one of the first that compares the post-pandemic shopping value judgement to a pre-pandemic phase. The authors provide valuable insights into store revisit intentions of shoppers who behave responsibly in a challenging environment.

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The Metaverse: A new digital frontier for consumer behavior

2023

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This work offers a multidisciplinary perspective on the Metaverse, focusing on its potential implications for consumer behavior. We begin by proposing a conceptualization of the Metaverse as being uniquely defined by the convergence of five key elements—it is digitally mediated, spatial, immersive, shared, and operates in real‐time. We then discuss how these components might collectively alter our understanding of consumer behavior in three domains: consumer identity, social influence, and ownership. We conclude by outlining an agenda for future research to help broaden our understanding of the Metaversal marketplace and its impact on consumer behavior. This work serves as a starting point to characterize a shift that is unfolding in the marketplace and to consider, through a consumer behavior lens, the numerous changes it may bring.

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Crowding in the time of COVID: Effects on rapport and shopping satisfaction

Cited by 46 publications

References 44 publications

Impact of COVID‐19 on changing consumer behaviour: Lessons from an emerging economy

Impact of COVID‐19 on changing consumer behaviour: Lessons from an emerging economy

Post-pandemic revisit intentions: how shopping value and visit frequency matters

The Metaverse: A new digital frontier for consumer behavior

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